Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 165)

9 • C ASE S TUDIES
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Contact Name Call B
Talk Time Multiplier 1
Conference Time Multiplier 1
Override Contact Priority Checked with Skill Priority
Agent Skill Priority 2
Agent Name BC Agents
Agent Type Agent
Max Number Available 5
Schedule Business Hours
Clear Queue when Off Duty Checked
Talk Time
Contact Name Call B
Talk Time Multiplier 1
Conference Time Multiplier 1
Override Call Priority with
Skill Priority Checked
Agent Skill Priority 1
Call Type Call C
Talk Time Multiplier 1
Conference Time Multiplier 1
Override Call Priority with
Skill Priority Checked
Agent Skill Priority 2
Agent Name B Servers
Agent Type Parent Group
Clear Queue when Off Duty Checked
Members
Agent Group AB Agents
Preference 5
Prompt Entry